User

A User attribute enables a business record to capture the name of an active platform user. It supports ownership, assignment, approval, escalation, coordination, and accountability.

The available users can be filtered by role so that only relevant users appear in the selection list. For example, an “Assigned Engineer” field can display only users who belong to the Engineer role, while an “Approver” field can display only authorised approvers.

The attribute can be configured for single-user selection when one person is accountable, or multi-user selection when several people need to be associated with the record.

Use case: Controlled work assignment

A service request needs to be assigned to a field engineer. The dispatcher should not be able to select any platform user; only users who are configured as Field Engineers should be available.

A User attribute named “Assigned Field Engineer” can be filtered by the Field Engineer role. The selected user can then be used in notifications, calendar views, workload reports, and lifecycle actions.

Example:

When a dispatcher assigns an engineer to a ticket, the assigned engineer receives a notification. Supervisors can also report on open tickets by engineer, workload, or completion status.